Regional Customer Service Manager

Caraustar Industries, Inc. is one of North America’s largest integrated manufacturers of 100% recycled paperboard and converted paperboard products. The company is a socially responsible corporation, is committed to environmentally sound practices and is dedicated to providing customers with outstanding value through innovative products and services.

The Regional Customer Service Manager will be responsible for the processes and systems related to the servicing of Caraustar customers as well as directing the delivery of administrative and operational assistance to promote exceptional levels of customer satisfaction. This role provides the customer service team with appropriate training, tools, direction and motivation that will enable their success and ensures that all customer service work is standardized across the region and is in line with the Caraustar way. In this vital position, you will have the benefit of working with the resources of a larger organization while maintaining the close-knit culture and open communication of smaller company.

* Responsible for accurate and timely cost estimation of all orders, trials and inquiries. * Utilizes cost effective practices for processing orders as well as managing order changes. * Responsible for achieving the KPI’s and leading the CSR daily Gemba walk. * Communicates service problems to customers and sales department. * Participates in new product launch meetings. * Participates in daily production meetings when in the plant. * Oversees customer service representatives’ activity and supports all customer accounts. * Responsible for training of customer service representatives. * Develops department practices. * Manages key customer accounts. * Shared oversight of the pre-press and plate maker activities with Plant manager and Pressroom Manager. * Responds to customer complaints with corrective actions in place. * Reports and acts on all food safety and quality problems reported by plant personnel. * Collaborate with other Customer Service Managers within the Division to ensure ongoing standardization, sharing of best practices and level loading of customer service work load. * Based out of Chicago carton facility with approximately 75% of time in Chicago and 25% in Grand Rapids. * Other duties as assigned.

* Bachelor’s degree or higher required. * Previous experience in a Customer Service Management role within a manufacturing environment. * Ability to travel in order to spend approximately 75% of time in Chicago, IL and 25% in Grand Rapids, MI. * Well-developed business acumen. * Good interpersonal and negotiation skills. * Excellent verbal and written communication skills. * Excellent analytical and cost estimating ability. * Ability to multi-task and handle numerous assignments simultaneously. * Strong leadership skills and the ability to take initiative. * Advanced computer skills * Strong Knowledge of T-Box E Solutions Data Base experience is a plus.